Payment accepted but plan not renewed

[jjoel]

Hi,

Yesterday I paid for my phone plan. The transactions page shows the top up and shows the plan renewal but I still don't have an active subscription?

What should I do? Pay twice and cancel the first transaction with the bank as fraud?

[jjoel]

You can ignore this question. I paid again and renewed my subscription again. According to my bank I only paid once.

I don't know why the payment history page shows two payments and two lines that say "Purchased X plan available funds $0.00"

[eddieO · Accepted solution]

@jjoel first thing I would try is rebooting the device. If that still does not work, none of your services are working (calls, text and data) then I would contact a CS agent, they should be able to fix your account. You're not the only person to report this in the last few days.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)